Beyond Philosophy

MARCH 19, 2020

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). CX Teams Are Usually Part of Marketing. Customer Experience covers marketing, sales, customer service, and everything else.

Consulting 479

Consulting Consulting Marketing Customer centricity 479

ShepHyken

AUGUST 17, 2020

Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers – companies with the strongest revenue growth and profit-margin change – consider the quality of their customer experience as their top strategic priority for the next three years.

Customer Service 236

Customer Service B2B Consulting Consulting 236

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. In 2020, that customer-centric approach is more vital than ever. Gary Williams is the Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic.

Interactive Voice Response 370

Interactive Voice Response Customer centricity Consulting Consulting 370

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well.

B2B 391

B2B Journey mapping B2C Telecommunications 391

Beyond Philosophy

APRIL 16, 2022

The fact is that if you have customer segments that were constructed before February 2020, you probably need to do it again. Here are a few key moments in the discussion: 03:08 I share some interesting stats from the Attest’s 2022 US Consumer Trends report that create a problem for many marketers and inspired this topic for the podcast.

Construction 66

Construction Consulting Consulting Surveys 66

Callminer

FEBRUARY 23, 2021

Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh challenges in the space. Adapting to a shifting market means making changes to agent engagement processes , team cooperation, agent training and more, while maintaining a positive customer experience. Video chat assistance is on the rise.

Call Center 376

Call Center Technology Banking Contact Center 376

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. In 2019, companies spent over $2 trillion on digital transformation, and even more in 2020, with COVID-19 driving many of these projects this year.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Workforce Management Product and Market Report.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 23 July 2020. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 30 September 2020. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Customer Service 62

Beyond Philosophy

MARCH 26, 2020

People will remember the COVID-19 Pandemic of 2020, and they will tell their stories. To hear more about this marketing tool in more detail, listen to the complete podcast here. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Airlines 348

Airlines Consulting Consulting Call Center 348

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 2 December 2020.

Consulting 62

Consulting Consulting Contact Center Marketing 62

Beyond Philosophy

OCTOBER 18, 2019

They are so successful; they have plans to become publicly traded in 2020. He consulted Airbnb and wrote his book to share the insights he gained from their success. To find out more about how your organization’s marketing can improve customer loyalty and retention, contact us at www.beyondphilosophy.com. But it works.

Consulting 236

Consulting Consulting Customer Experience Marketing 236

Outsource Consultants

AUGUST 18, 2020

Saint Louis Park, MN, August 18, 2020 – Inc. Magazine recently published its 2020 Inc. Call center advisory firm Outsource Consultants, LLC appears on the list for the second year in a row at #1751 overall and #169 in the Midwest, due to an impressive 244% 3-year growth rate. Not only have the companies on the 2020 Inc.

Consulting 104

Consulting Consulting outsourcing Call Center 104

ShepHyken

APRIL 20, 2020

My Comment: I’ve always said that many loyalty programs are often marketing programs, where repeat purchases earn points or free merchandise. My Comment: And while we’re on the subject of loyalty programs, our friends at Oracle in their Modern Marketing Blog share seven ways to add more value to a program. And when the U.S.

Customer Service 129

Customer Service Consulting Consulting B2C 129

Fonolo

JANUARY 14, 2020

Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Top Pick: 20 ways to create an amazing customer service experience in 2020. Top Pick: Creating a winning customer-centric marketing strategy. Despite her unorthodox beginnings, Marsha is a very well-known customer service consultant.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Beyond Philosophy

NOVEMBER 13, 2021

After the great toilet paper shortage of early 2020, we all know that the line between chaos and order is thinner than we ever suspected. She also shares how understanding Scarcity and how it drives customer responses can make it an important tool in your marketing toolkit—but only if you know how to use it well.

Consulting 195

Consulting Consulting Surveys Marketing 195

DMG Consulting

MAY 26, 2020

WFO Trends in 2020. 2019 was the year of artificial intelligence (AI), automation and analytics, a trend that has continued in 2020 and into the foreseeable future, despite the pandemic. The market is seeing an increase in the number of digital-only servicing organizations and growing investments in self-service applications.

Contact Center 96

Contact Center Analytics Consulting Consulting 96

Fonolo

NOVEMBER 3, 2020

Our research for The State of the Contact Center 2020 Report indicates that the change to remote work, along with increasing public scrutiny and growing corporate EQ, will cement Agent Satisfaction as the ‘Master KPI’ on which all other metrics depend. Download the full industry report FREE: The State of the Contact Center 2020 .

Contact Center 167

Contact Center Coaching Consulting Consulting 167

DMG Consulting

MARCH 9, 2020

DMG Consulting Releases 2019 – 2020 Workforce Optimization Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 18 February 2020.

Consulting 48

Consulting Consulting Marketing Contact Center 48

Beyond Philosophy

NOVEMBER 12, 2020

We know from a former guest on our podcast, Shiri Melumad, assistant professor of marketing at the Wharton School, University of Pennsylvania that she has data that shows people respond differently on mobile phones than they do on their computers , albeit subtle differences. Follow Colin Shaw on Twitter @ColinShaw_CX.

Chatbots 405

Chatbots Consulting Consulting Government 405

Beyond Philosophy

OCTOBER 6, 2020

If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different. Naturally, many organizations have responded to a tumultuous and tentative market for growth by balancing the business scales with cost-cutting measures.

Consulting 195

Consulting Consulting Marketing Customer Experience 195

CCNG

JUNE 1, 2022

in 11/2021 compared to 2% in 1/2020), and current trend analysis predicts a 25 year high in the coming months. Hospitals are reporting a nearly 10% vacancy rate for RNs (up from 4% in 2020) and recruiting and on-boarding a new nurse takes an average of 89 days. In 2020 that number was closer to 43%. More than 60,000 U.S.

Healthcare 195

Healthcare Consulting Consulting Feedback 195

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. As a consultant for these brands, he gets an insider position that allows him to collaborate and share their story to others. They also do all the marketing for the hosts. Sources: AP.

Consulting 261

Consulting Consulting Technology Personalization 261

ProProfs Blog

OCTOBER 31, 2018

drop in the company’s shares in pre-market trading. When done right, it boosts retention, satisfaction, and most recently, a company’s marketing efforts. What is Customer Experience Marketing and Why Is It Important? What is Customer Experience Marketing and Why Is It Important? How To Do It Right.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. When: Today, 3 March 2020. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Gamification 62

Fonolo

AUGUST 29, 2019

Their 20/20 industry insights will propel your contact center to success in, fittingly, the year 2020.*. Consolidation has meant there are fewer players at the top, but equally important is how the contact center is now being added to the portfolios of cloud providers, especially at the lower end of the market. People buy from people.

Contact Center 121

Contact Center Self service Call Center Chatbots 121

Beyond Philosophy

NOVEMBER 18, 2021

She has an undergrad in marketing from Yale and went on to teach at Northwestern and Vanderbilt. Scarcity marketing tactics are a mainstay of the marketers’ toolkit. Marketers who have read Cialdini’s book then make products “scarce” to inspire purchases. The Toilet-Roll Scarcity of 2020.

Marketing 221

Marketing Sales Consulting Consulting 221

ShepHyken

SEPTEMBER 25, 2017

(Huffington Post) The number of connected devices on the Internet will exceed 50 billion by 2020, this according to Cisco. According to Boston Consulting Group (BCG), B2B spending on Internet of Things (IoT) technologies, apps and solutions will reach $267B by 2020. He nails this one on customer experience (CX).

Customer Service 185

Customer Service B2B Feedback Consulting 185

ChurnZero

DECEMBER 29, 2020

2020 was a real mixed bag of emotions. All I know is that if someone were to ask me if I’ll miss any aspect of 2020 (perhaps the solitude and introspection of it all), my reaction will most likely be this: So, here’s to hoping we find a few more chocolate-filled chocolates in next year’s box. Top 10 Blog Posts from 2020.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Satrix Solutions

FEBRUARY 12, 2020

Over the past few years, appreciation for B2B Customer Experience programs has grown stronger across board rooms thanks to business leaders who have successfully aligned their company’s marketing, sales, and customer success strategies around the needs and preferences of customers. Ensure you have “real” buy-in.

B2B 78

B2B Feedback Consulting Consulting 78

DMG Consulting

AUGUST 3, 2020

Thank you for your interest in DMG Consulting’s publications. Sales, Marketing and Enterprise Uses of Interaction Analytics. Sales, Marketing and Enterprise Uses of Interaction Analytics. The potential uses of IA span all customer-facing departments in an enterprise, sales and marketing being the biggest.

Enterprise 72

Enterprise Analytics Sales Marketing 72

Pointillist

MAY 19, 2020

By Stephanie Ventura Customer experience is more important than ever in 2020. Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Over one-in-five saw their budget actually decrease year over year.

Management 94

Management Journey mapping Analytics Customer centricity 94

Nicereply

MAY 14, 2020

In a time where consumers have more choices and options than ever, customer-facing activities, like sales and marketing, order processing, and customer service, can often make or break your business success. Organizations that have embraced personalization in their marketing strategies have found that their efforts have paid off.

Transportation 92

Transportation Sales Feedback Marketing 92

Outsource Consultants

AUGUST 17, 2021

magazine today revealed that Outsource Consultants is No. Instead, we not only grew in 2020; we moved up in the rankings. It’s a remarkable achievement, and another example of the quality of the team we’ve assembled,” says Outsource Consultants President Corey Kotlarz. SAINT LOUIS PARK, MN, August 17, 2021 – Inc. As always, Inc.

Consulting 67

Consulting Consulting outsourcing Sales 67

CCNG

OCTOBER 19, 2022

Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Oracle, 2018) Optimizing customer experience is the most exciting opportunity for 19% of businesses, ahead of data-driven marketing that focuses on individuals (16%) and content marketing (14%). Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Stafford Communications

SEPTEMBER 17, 2020

It’s time to get your call center ready for the 2020 Holiday Season. However, 2020 will likely be different. In 2020 many companies are now operating as retailers—either for the first time or at a larger scale than ever before! 2020 will be different. First, there is a new emphasis on e-commerce. Plan on adding capacity.

Call Center 72

Call Center Healthcare Contact Center Sales 72